Sterling Holidays - accommodation in Dharamshala

Excellent stay, Friendly staff . Breakfast is awesome

We have spent over 78,000 rupees for 4 rooms and once I booked the rooms the hotel contacted me and asked me what we needed for my mums accessibility needs. We have even emailed the hotel prior to ask for either a raised accessible toilet seat / commode. I was told that they had wall mounted toilets whilst I was already on the way to the hotel and had set off on a 7 hour journey when they contacted me whilst I had no wifi. I sent pictures of the toilet seat that was required for my disabled mother. Once we arrived at the hotel they said they could not accommodate this. They asked for a further INR 21,500 for an accessible room that didn’t have the height of the toilet seat that my mother required in the emails prior to my stay. I only booked this hotel as it was advertised as being wheelchair accessible and disability friendly. Ishant the front desk member of staff said he could provide a commode for a total of 5500 rupees which is around £50 gbp sterling. This I find disgusting when we expressed our needs as soon as the 4 rooms had been booked. Firstly as if another disabled customer visited this hotel next week how would they then assist this disabled customer with the same disability if they have no interest in keeping a raised toilet seat / commode on the hotel grounds. Secondly when I asked to speak to a manager for the front of house office this was refused. We were told to visit the restaurant to spend time there whilst they were trying to sort out the toilet seat c

The room was very clean and the staff were incredibly helpful, including helping me book cabs as a female traveler and to help suggest places for me to visit during my stay. My only piece of constructive feedback was the breakfast, because they didn't have a hot breakfast buffet during my stay due to low occupancy. I understand that they need to be economical about food and certainly don't want to waste it, but then I think that should be communicated to travelers when booking or some kind of discount or voucher should be offered, since we are still paying the full price but not having the amenity that a 5-star hotel should come with.